Remote National Diagnostics Support Engineer

Diagnostica Stago; Town of Florida (NY); Remote; USD 90,000 - 130,000; Full time

Job summary

Diagnostica Stago seeks a National Support Engineer (NSE) to serve as SME for installed base in North America. The role provides advanced technical support to Field Service Engineers, analyzes service data, and drives improvements in instrument performance, MTBRV, and parts usage. Expect travel and cross-functional collaboration with internal teams.

You will mentor FSG, develop action plans from trend analyses, and support new product releases while maintaining high customer satisfaction.

Qualifications

• Associate's Degree with 5+ years related experience OR Bachelor's Degree with 3+ years customer interface experience
• Proficiency with Excel and Windows Office Suite applications and other company software
• Valid passport and current driver's license
• Strong technical troubleshooting skills for diagnostic instruments
• Experience with escalation management and technical report generation

Responsibilities

• Serve as primary escalation point for Field Service Engineers (FSEs) providing expert guidance
• Provide phone or on-site support during active service interventions in US and Canada
• Generate detailed escalation reports with data, pictures, diagrams and root cause analysis
• Mentor/train the Field Support Group to improve technical competence and customer satisfaction
• Perform trend analysis using Power BI and develop action plans for performance improvements
• Represent Field Support Group at seminars, meetings, and workshops as needed
• Drive compliance with SOPs and policies and support new product releases
• Provide routine support during manpower shortages and participate in curative, PM, TB, and installation tasks
• Assist Marketing with new product development and issue resolution
• Conduct customer in-house and on-site training/demonstrations
• Provide customer leads and intelligence from technical calls and visits
• Assist in field and internal training of TSSs and FSEs upon request

Skills

Technical troubleshooting

Power BI

Excel

Windows Office

Customer training

Escalation management

Education

Associate's Degree

Bachelor's Degree

Tools

Power BI

MS Office

Job description

Diagnostica Stago seeks a National Support Engineer (NSE) to serve as SME for installed base in North America. The role provides advanced technical support to Field Service Engineers, analyzes service data, and drives improvements in instrument performance, MTBRV, and parts usage. Expect travel and cross-functional collaboration with internal teams.

You will mentor FSG, develop action plans from trend analyses, and support new product releases while maintaining high customer satisfaction.